Service Quality and Customer Satisfaction in India’s Private Intercity Bus Services: An Empirical Study
DOI:
https://doi.org/10.46610/JSSMR.2026.v07i02.003Keywords:
Customer satisfaction, Intercity transportation, Passenger experience, Private Omni bus services, Service quality, SERVQUALAbstract
Private intercity bus transportation has become an important component of passenger mobility in India, particularly as travellers increasingly seek affordable and convenient alternatives for interstate and intercity journeys. The expansion of private operators has also increased competition, making passenger experience an important consideration in service delivery. This study investigates whether the five dimensions of the SERVQUAL framework—tangibility, reliability, responsiveness, assurance, and empathy—contribute to customer satisfaction among passengers using private omni bus services. A quantitative approach was adopted, and primary information was obtained from 216 passengers through a structured questionnaire. Respondents evaluated service quality and satisfaction using a five-point Likert scale. The data were analyzed using SPSS through descriptive statistics, chi-square analysis, one-way ANOVA, and multiple regression. The measurement scales demonstrated good internal consistency, with Cronbach’s Alpha values of 0.889 for service quality and 0.856 for customer satisfaction. The regression model was statistically significant and explained 61.9% of the variance in customer satisfaction (R² = 0.619). Among the five service quality dimensions, tangibility was the only significant individual predictor (β = 0.458, p < 0.001). Reliability, responsiveness, assurance, and empathy showed positive but statistically non-significant individual effects. The findings suggest that passengers give considerable importance to the physical characteristics of buses, including cleanliness, seating comfort, vehicle condition, and onboard facilities. The study provides useful implications for private bus operators seeking to improve passenger experience and strengthen their market position.
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